How the Digital Concierge Is Reshaping the Hotel Industry

[24]7 + Skift

- Jul 20, 2017 11:26 am

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Hospitality brands who want travelers to book directly on hotel websites should work to optimize the customer experience from pre-booking to post-stay. Download this report on the rise of the digital concierge for free!

Today, most people book their hotel stays on the web. Unfortunately for the hotel industry, more people are reserving their visits using a third-party site. Despite pushes from big brands like Hilton in the past couple of years to get customers to book directly, hotels are still struggling to win the booking war.

Fortunately for hotels, online travel agencies (OTAs) can’t provide the seamless end-to-end experience travelers are looking for that goes well beyond the initial booking. A new report from [24]7 noted that while travelers may be getting a discount in price on sites like Hotels.com, they’re also signing up for a disjointed guest experience. So how can hospitality brands come out on top? The report, “Hospitality and the Digital Concierge,” says hotels can get ahead by creating a digitally powered, personalized customer service experience from pre-booking to post-stay with Digital Concierge.

By giving customers a mobile option to easily ask questions, confirm dates and chat with the front desk, hotels can provide a seamless guest experience and offer their customers big benefits.